WFM Traffic Analyst - Pittsburgh, PA req31930 in Pittsburgh, PA at Quest Diagnostics

Date Posted: 9/10/2019

Job Snapshot

Job Description

WFM Traffic Analyst- Pittsburgh, Pennsylvania - Monday - Friday

Questions and Answers.  In Client Services you will work for the world leader in the industry, with a career where you can expand your skills and knowledge. You’ll have a role where you can act with professionalism, you can inspire colleagues, and you can care about the work we do and the people we serve.

At Quest, Client Service is something we take pride in – making sure that the people we serve feel valued and understood, while providing and gathering accurate information. Client Service is always critical and that’s why our team is both valued and recognized within the business as a key part of our brand. As part of a diverse and supported team, Client Services offers an outstanding career path with an industry leader.

Position Purpose:

The Workforce Traffic Analyst is responsible for monitoring and reporting agent schedule adherence in real-time using real-time adherence software and ACD real-time displays. Traffic Analysts work closely with Operations, calling out non-adherent events so that non-adherent agents can be directed back toward the phone. Traffic Analysts also monitor agent calling behaviors in real-time, calling out events such as talk-time or after-call-work time which exceeds defined thresholds. Traffic Analysts watch real-time statistics across various measures such as service level or staffing interval requirements to ensure contractual standards are met. Traffic Analysts provide real-time feedback to the Workforce Management team (WFM) and Operations. Traffic Analysts may also be required to change agent skill associations / or provide historical reporting as needed.

Job Responsibilities

  • Monitor agent schedule adherence using real-time adherence software and notify agents and Operations of non- adherent events
  • Coordinate with WFM team and other Traffic Analysts to ensure continuity of coverage and distribution of up-to-the-minute statistical data about the day.
  • Work closely with Operations to assist them in enforcing schedule adherence and call time threshold guidelines
  • Inform Operations of same day overtime needs and off-phone activities with up-to-the-minute daily statistics.
  • Provide historical reporting compilation as needed

Qualifications

  • Must be knowledgeable in Avaya or Aspect WFM Application
  • Must be excel savvy
  • Must be highly organized with strong attention to detail
  • Demonstrated ability to handle confidential information appropriately.
  • Highly proficient in the following software programs: (Word/Excel/PowerPoint, databases).
  • Excellent written and verbal communication skills, with strong attention to detail.
  • Ability to stay focused, efficient, and effective in managing multiple priorities.
  • Professional demeanor and ability to defuse emotional situations in a calm manner.
  • Strong interpersonal skills and good judgment.
  • Proven ability to work independently to achieve accomplishments.
  • Ability to communicate effectively with all levels of employees and outside contacts.
  • Professional maturity, energetic, with a ‘let’s roll up our sleeves’ attitude
  • Proven ability to effectively collaborate with internal team, cross-functional team, and external parties in a rapidly growing, entrepreneurial environment
  • Ability to provide after hour and flexible support a must.

 Physical Requirements and Working Conditions:

  •  Requires vision (which may be corrected) to read small print
  •  Subject to inside environmental conditions.
  • Required to work at a video display terminal for prolonged periods.
  • The ability to multitask and work with little to no supervision. 

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